Forward Thinking Technology Solutions Deskside Support Concierge- Cincinnati, OH Cincinnati, OH · Full time

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Job description

The Deskside Support Concierge role is to provide a single point of contact for end users to receive support within the organization’s end-user computing environment. This person will be working in the client environment with executive level employees. This includes installing, diagnosing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

General Responsibilities:

• Serve as first point of contact for end users
• Report to and work directly with Executive Staff
• Troubleshoot Windows 10, macOS, and iOS devices
• Educate end users on how to leverage technology for better efficiency
• Manage end user incidents and service request
• Update cases in ticketing system
• Maintain asset inventory of computers, monitors, keyboard, mice, etc... on site
• Communicate with internal Service Desk for knowledge sharing and training

Requirements:

• Customer service experience is a must
• Must dress and act professional every day in the office
• Proven experience as a Desktop Support Analyst/Specialist
• Deep understanding of hardware and software issues within a managed device environment
• Strong sense of of urgency and ability to prioritize issues as necessary
• High level of professionalism and confidentiality
• Demonstrate an active interest in learning new skills and certifications

Education and Experience:

• Customer Service background
• 5+ years of IT support experience, level 2 or higher preferred
• Technical certifications preferred